23.3.5. Live Message Routing

What is live message routing?

Live message routing is the ability to route and manipulate an Outbound or Inbound message before it is sent/delivered. This gives you the ability to do rules on a message such as checking if a Salesforce contact has a Do Not Contact flag, blocking a message from being delivered, or updating a message before it’s sent.

The routing is separated by the channel Type so you can do individual routing for SMS or for WhatsApp - you can also route them the same way by connecting them to the same apps.

Directional based routing

Outbound

Any outbound message sent will go through the Outbound Digital Routing policy, this is triggered when an Agent types a message into the composer and presses send. The message is then routed through this policy, unless the policy routes the message through a block app it will be sent when the route has finished.

The system policy controlling Outbound routing is labelled “Outbound Message (Digital)”.

Inbound

Any inbound message received will go through the Inbound Digital Routing policy, this is triggered for any message received whether it’s a brand new conversation or an existing conversation. The message is then routed through this policy, unless the policy routes the message through a block app it will be delivered to the corresponding conversation when the route has finished.

The system policy controlling Outbound routing is labelled “Inbound Message (Digital)”.

FAQ

What minimum Natterbox Salesforce package version must I be on?

It is typically recommended to always be on the latest stable version, but the minimum version for the Digital Routing Policies feature is 1.310. More information can be found here.